Is Time To Say 'BYE'

This sem comes to the end and I have finished the discuss and sharing on those posted topics that assigned by my tutor, Miss Sabina for the subject of "PR AND NEW MEDIA".

So, once again, I'm KAU LI YONG, year two degree student of Public Relations.

I'm much appreciated all of the readers that spending your time on reading my post, hope you all enjoy it and gained some knowledge from my posts. Thanks:)

New Media Issues

Today, I'm going to discuss one of the new media issues which is Cyber Harassment.Cyber harassment refers to online harassment.Cyber harassment is the use of cyberspace(email, instant messaging and deroogatory websites to harass an individual or group through personal attacks.


This is the real example of cyber harassment

The Tyler Clementi Case (1991-2010)

On 22 September 2010, Clementi was committed suicide by jumping off the George Washington Bridge. This case is began when Clementi sharing that he was gay during the summer after his high school graduation when he was 18 years old. Clementi's roommate during his freshman year at Rutgers University, Dharun Ravi was used a webcam to stream footage of Clementi kissing another man. Therefore,Clementi had become a topic of ridicule in his new social environment and also saw his was appeared in his roommate Twitter account post. Clementi was unacceptable then committed suicide to end his life. 

Source: 

http://nobullying.com/six-unforgettable-cyber-bullying-cases/

The reason I choose this topic is because

Cyber harassment going viral is an serious cases because it definitely will lead a person to end his or her life. The powerful of new media may spread the news over the country, therefore the cyber harassment problems must be handle well and solve it.

So, these are the solutions of cyber harassment 

1) education- Either parents or schools play a important role to guide and teach the children the rules and policy by using social media. Provide the knowledge to them as well as educate them online bullying is a bad behavior and it does directly damage a person reputation even end someone life.

2) parents should always supervise and concerns their children what have they did through social media- Parents have to spend their time by concerning them and always have a communication with them. Besides, parents should teach them how to handle the cyber harassment issues by not committed suicide.

3) seminar- government should held a seminar on cyber harassment by give a free talk to everyone how to handle it properly and stated out the consequences of cyber harassment if did it on others. Through this action, it does help in prevent the cyber harassment happen in society.

Thank you for your reading:)

Have a nice day.

Crisis Communication and Social Media

Hey, peeps! Here the new topic!

Today, I'm going to share about crisis communication.

So,

What is CRISIS COMMUNICATION?

• Crisis communication is a part of public relations functions. 
• Crisis communication is the management of perceptions during the crisis happened and is trying to mitigate damage or instability to company's reputation by third party sources.
• Instead of dealing the problem, it is about the effort taken by a company to communicate with the public and stakeholders that take place during the time of crisis occurs that could have a negative impact towards company's image.
• Crisis communication tools are including press conferences, media relations as well as social media.

I will further discuss about the relationship between crisis communication and social media.

So,what is

the importance of incorporating social media into crisis communication plan? 

1.SPEED

During a crisis happened, a promptly and immediately response to public is MUST. It is because public who are the one to get further information and updated news in a short time, thus social media is a platform for spreading the news without geographical constraint and time limitation.

 Malaysia Airlines using Twitter to post up the first hand news of MH17. MH17 was happend on 17 July 2014, and the Malaysia Airlines also posted up at the same day and mentioned there the further details will be updated. The speed of Malaysia Airlines is consider quickly in the crisis communication.

2. TWO-WAY COMMUNICATION

During the crisis happened, organization or the PR can create a two-way communication by using the social media. Through social media platform, the audiences able to comment and received the latest information.

Malaysia Airlines is using Twitter to inform that media statement of MH370 incident released. So, one of the re-presenter from BBC news comment" is anyone available to update them". Therefore, two-way communication existed and did response in short time.

3. MONITORING & CONTROL THE SITUATION

Social media as a tool for PR and organisation to develop monitoring the situation. This can help to oversea the reaction or response of audiences in order to make a better strategics and come out a better solution to console the victims and audiences.

Malaysia Airlines know well the audiences' feeling towards the airlines as MH17 incident happened did made a negative impact to them. Thus, Malaysia Airlines provide the new about all the European flights will be taking alternative routes, this message definitely relieve audiences as well.

4. TONE

 Tone have to use properly when organisation or PR updated the news. A suitable and clearer tone is more preferable. Tone is important as when audiences read the news will feel so.

Malaysia Airlines is using Facebook to write a post by using a sad tone. Through this writing way, the audiences and victim's family can really feel what Malaysia Airlines feel and will feel Malaysia Airlines is serious and care about towards the MH370 incident.

In conclusion, crisis communication is an important element in crisis management.Therefore, every organisation has to carry out the effective communication through social media when the time of crisis, it is because social media is considered as a powerful platform in the days of people life.

Thanks for your reading:) STAY TUNED！

How To Plan For New Media

New media has been used by organisations to implement their company stuffs in order to build reputation, increase profit as well as maintain relationship among audiences. 

Therefore,

an organisation to make a good NEW MEDIA PLANNING,

there are few steps and elements need to be followed.

STEP ONE, ANALYSE COMPANY

Since it is about new media plan, you are required to identify the company's current new media platforms and how they used. Besides, you also need to identify the way of new media address the company's internal and external stakeholders and also how the impacts of new media bring to the stakeholders. Furthermore, you are required to evaluate the company's current new media strategy and how it related with the traditional business profession such as marketing, operation, human resources and logistics.Apart form that, SWOT (strengths, weaknesses, opportunities and threats)analysis is an importing key for analysis a company's content in order to develop effectiveness in the company.

STEP TWO, CREATE A NEW MEDIA PLAN

First and foremost, you need to set the objectives for new media plan, thus it does make you has goals to achieve it. After that, you need to make a new list of new media platform which are suitable for the new media plan. Next, you are supposed to plan new media strategics for internal and external stakeholders, the ideas/activities should be creative, interactive and effective. Then, a gantt chart should be prepare and provided as a reminder when and what activities have to carry out. Afterwards, you have to prepare the showcase of your new media plans (how your platform look like, function, arrangement...) It does help in ensuring all the planners has a concept in theirs mind and can works effective. Lastly, you are required to monitor and develop evaluation to the new media plans to decide which is the best methods for the organisation.

Right now, I'm having a group assignment of PR and New Media which is to create new media plan for Watsons.

Before we start new media plan for Watsons, we are doing research about Watsons to analyse Watsons' new media platforms, internal and external stakeholders, make evaluation on its current new media strategics as well as make SWOT analysis for its content. 

Then, we are going to set 2 objectives for new media plan, and prepare about 3-4 strategics for internal and external audiences. A gantt chart will be provided which is 4 weeks for a month and then develop monitoring and evaluation methods for which is the best methods suited for Watsons.

ADVISE:

how to make a good NEW MEDIA PLAN

1. creative and effective of strategics 

New media strategics for stakeholders has somehow creative and effective in order to attract the audiences' attention and also does help in create reputation of the company among internal and external audiences.

2. always aim to achieve objectives

The strategics and tactics that provided should always regarding to the objective which is has a linkage with it. It is because the objectives achieved that means the plan is successful.

3. time management is important

The time management for planning procedure should be handle well. The process for carry on the activities and who and when should be clear for all the members. 

Thank for reading:)

Handling Online Feedback, Review and Dissatisfaction

hello, readers
do you still remember my post on 

"importance of online policies"?

The post is talking about how the organization are having social media response policy to reply the customer feedback?

So,

Today the topic I would like to cover actually is quiet similar to that post.

However, this time is focus on

how a company has properly engaged negative online feedback, review even dissatisfaction toward their company service or management.

The real example that I choose is 

Jimmy John's 

is the world's greatest gourmet sandwich, specializing in delivering.

Jimmy John's was founded by Jimmy John Liautaud in the year of 1988 

in United States.

However, Jimmy John's has received bad feedback, review and dissatisfaction from the customer, David towards their services. 

The characteristics of Jimmy John's is "DELIVERING", however it was definitely made David disappointed on it as Jimmy John's delivered the sandwiches to him was took around 1 hour and 15 minutes, especially he lives 4 minutes from the restaurant. He was trying to remind during the time he waiting for, but only received the excuse for the staff which they need to delivery to others locations. Lastly but not least, when David get his sandwiched, the staff told he just got to work after 1 hour that he made order.

Therefore, the service of the Jimmy John's certainly drive 

David crazy, disappointed even angry about it.

Luckily,

Jimmy John's was did a good job in managing and appealing the bad feedback from David. The company was took a proper engaged towards this issues.

Firstly, 

Jimmy john's was respond immediately and promptly

Quick responding to the negative reviews is the main key of engaging the issues. It is because customer will feel that you are care and value their opinion even will take some action for them.Besides, promptly responding does help them to give the company second chance instead of never to visit again.

Secondly, 

Jimmy John's was took the issue offline

Jimmy John's has provided the email in the replying comment which mentioned their customer complaint resolution team will be take action on it.

Therefore, rather than respond to an adverse review by leaving a public comment, it better to reply privately.

Thirdly,

Jimmy John's was replied in polite way.

A negative review which is particularly the person was expressed his or her angry feeling, so a company should be polite to the customer, it might be help in calm down the person's emotions.

Advice:

1. Develop a social media response policy 
A social media response policy does help you to know what is the way and how you should reply a negative review in a proper way because there is a rule that you should be follow.

2. Monitor online presence

Set up your online alert when received any feedback from customer through your company's page, therefore you able to respond to your customer immediately.Always must take action and correction.Be polite is MUST.

Thank you for your reading again.

SEE YOU NEXT TIME.

Finding the Right Online Spokesperson

Online spokesperson

is a virtual spokesperson to the company's website.

picture source: http://www.espeakersusa.com/

So

What is the criteria that 

a good spokesperson need to fulfill?

1. communication skills

A spokesperson with a good communication skills is able to be accurately and fluently deal with and communicate to the public. Besides, their postures may be  naturally and able to manage to reach the public.

2. expertise and knowledgable

Expertise is the perceived validity. A spokesperson must know well the company that he or she represent. They have to familiar about the product and service of the company. Besides, they also need to know well function, special features and also the benefits of the products, therefore, they can manage tho transfer the message to the public.

3. trusthworthiness

A trusthworthiness spokesperson will create confidence on the public regarding their honesty and objectivity. The more trust of the spokesperson,the more attention of the product or service created.

4. attractiveness

Attractiveness is used to evaluate a spokesperson whether is suitable or fit with a particular product.An attractiveness of a spokesperson will lead effective in market as beauty is in the eye of the beholder.

source :

http://www.freepatentsonline.com/article/Academy-Marketing-Studies-Journal/166751773.html

http://www.patrhoads.com/blog/2012/07/16/3-Criteria-for-Your-Social-Media-Spokesperson.aspx

http://www.orau.gov/cdcynergy/erc/content/activeinformation/essential_principles/EP-spokesperson_content.htm

Example of good online spokesperson

Sofia Vergara, spokesperson of CoverGirl

CoverGirl is an American cosmetics brand founded in Maryland by the Noxzema Chemical Company.

CoverGirl makeup launched nationally with Clean Liquid Makeup. 

Sofia Vergara shares all her favorite beauty secrets and also the best kept secret for glowing skin to the her makeup must-haves.

Her beautiful and attractive looking has become a successful online spokesperson. She has directly give impact towards consumer about the CoverGirl Clear Liquid Makeup products.

Source： http://www.newbeauty.com/video/831-sofia-vergara-shares-her-beauty-secrets/

Thank You:)

See you next time, BYE.

Social Media Response Policy

Social media play an important role and 

as a main mass media for organisations nowadays. 

Globally, participation in social media is growing rapidly and 

more people connect online via social media platforms.

However, with the rapid growth and application of social media,

 organisations need to have social media response policy
to make sure have guidance as to the organisations'expectations
of their behaviour towards customer and communication online.

So, why is the social media response policy important?

build a good relationship among customers

Social media response policy is the guideline to
ensure prevent problems proactively and solve the problems
rather than being left which is suggest by customers.
It helps in preventing customers has bad experiences or
bad impressions towards organization through the social media platform.

maintain brand reputation
There are a lot of customers or clients may complaint
through social media and it will directly get attentions by public
even it will become worst if doesn't solve properly.
However, if an organisation may quickly address the issues
and conduct appropriate responses and actions
against the issues in a proper way.
This will ensure the organisations' reputation
is not damaged by comments placed.

avoid misuse and misunderstanding
Social media response policy helps to allow the company to
allocate the responsibility for content control
to avoid confusing among the department.
Besides, employee must know well about what they can or can't post,
what role they play as well as
needs to make contact with internal organization
to get approval for comments.

Source : http://www.socialmediatoday.com/content/why-social-media-policy-important-your-business

      http://www.wetalksocial.co.uk/implementing-a-social-media-policy/

Okay
how it can be effectively used by organizations?
"AIRASIA" is the example that I want to further discuss.

source:(http://www.ignitesocialmedia.com/social-media-examples/top-brands-social-media-customer-service-facebook-twitter/)

Standard procedure
AirAsia replied users in a proper manner with
titled customer at beginning followed by answering users' question.
It is a best way to communicate with user because
it helps in creating or forming good impressions from other users
as social media is a wider platforms for spreading news.
So, must address the users at first before answer them.

Respond time rapidly
Respond to the users must actively to make sure
there won't exist others bad comments.
So, an organisations must set a time for the social media executives.
AirAsia replied the customer within 24 hours, thus
users doesn't think they are being ignored.
They may feel that their problems are take actions and solved
in a short time.

Reply customer in a good manner 
AirAsia didn't reply rudely and also be patient in replying customer.
As the conversation above,
AirAsia great users with "HI" at first.
Therefore, users may feel that they treat by friendly and
also won't make any further complaints.

THANK YOU FOR READING:)
HAVE A NICE DAY.